ECP Support Team - Professional I, Planning & Scheduling

Minacs; Curitiba; Teletrabalho; BRL 30.000 - 60.000; Tempo integral

Resumo da oferta

An established industry player is seeking a dedicated ECP Support Professional to enhance WFM processes across various accounts. This full-time role involves maintaining high-quality reporting, driving process improvements, and leading team initiatives. You'll collaborate with cross-functional teams to ensure optimal resource utilization while supporting the implementation of new projects. If you're skilled in WFM applications and have a passion for data-driven decision-making, this is a fantastic opportunity to make a significant impact in a dynamic environment.

Qualificações

• Minimum of 6 months in current position required.
• Experience with WFM applications, especially ECP.

Responsabilidades

• Maintain high quality and accuracy in reports for direct reports.
• Develop process improvements and assist in developing new reports.
• Lead weekly ECP Support Team calls and drive productivity.

Conhecimentos

Advanced English

Excel

WFM applications (ECP)

Reporting tools

VBA

SQL

Forecasting

Capacity Planning

Scheduling

Reporting

Ferramentas

Visual Basic

Access

PowerBI

Descrição da oferta de emprego

ECP Support Team - Professional I, Planning & Scheduling

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Job Title: ECP Support Team - Professional I, Planning & Scheduling

Job Description:

The ECP Support Professional drives WFM process maturity through the implementation and maintenance of best practices across location accounts, under the supervision and alignment of the Geo Leader. They can operate across multiple industry verticals and WFM platforms in a multi-skill, multimedia environment, while building strong relationships with internal cross-functional teams and client partners. The WFM Professional ensures that WFM practices balance client, business, and agent needs, promoting continual improvement and adaptation.

Job Responsibilities:

1. Maintain high quality and accuracy in reports for direct reports.
2. Develop process improvements.
3. Assist in developing new reports as needed.
4. Support WFM team with ECP usage.
5. Lead weekly ECP Support Team calls.
6. Implement and transition new projects.
7. Drive productivity and revenue increases by enhancing efficiency and related initiatives.
8. Identify and leverage best practices.
9. Support proper utilization and cadence of tools (Bisapp and ECP).
10. Ensure effective use of resources and automated systems.
11. Act as escalation point for support matters regarding ECP Support Team.
12. Ensure timely delivery of reports and other deliverables.

Requirements:

• Exclusive vacancy for WFM Analysts from all states (Paraná, Ceará, and São Paulo).
• Minimum of 6 months in current position.
• No disciplinary actions in the last 6 months and during the selection process.
• No scheduled vacations or medical leave during the selection process or expected start period.
• Not on PIP/PSP.
• 2024 performance grade of at least 3.
• ABS up to 4% in the last 3 months.
• Advanced English and Excel skills.
• Experience with WFM applications, especially ECP.
• Knowledge of reporting tools, VBA, SQL.
• Experience in Forecasting, Capacity Planning, Scheduling, and Reporting.
• Knowledge of Visual Basic, Access, and PowerBI is a plus.

Additional Information:

• Schedule: 10am - 7pm BST, Monday to Friday (5X2).

Location: BRA Work-at-Home

Language Requirements: English and Portuguese

Time Type: Full-time

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